Emergency Call Protocol
Emergency Call Protocol for Locksmiths
In the locksmith industry, every second counts. When a customer is standing outside their car at midnight or facing a broken deadbolt after a break-in, they will call every number on Google until someone answers. This protocol ensures you never lose a high-ticket emergency call even when your hands are busy with a pick set.
Defining a True Locksmith Emergency
Not every call requires you to drop everything and drive. A true emergency involves a safety risk or a total loss of access, such as a child locked in a car, a house lockout at night, or a storefront that cannot be secured after a burglary. These calls carry a premium price tag, often ranging from $150 to $200 for the opening alone. Non-emergencies like a standard bedroom door rekey or a mailbox lock replacement should be scheduled during normal business hours to keep your emergency line open.
Key takeaway: Categorize calls immediately to prioritize high-value lockouts over low-urgency rekey jobs.
The Triage Decision Tree
When a call comes in, the first question must be about safety. Ask if there is a running engine or a person trapped inside; these are 'Priority 1' calls. Next, determine the lock type—picking a Kwikset deadbolt is faster than drilling a high-security Medeco. If you are already on a job, use SkipCalls to tell the caller exactly when you will be free. This prevents them from hanging up and calling your competitor while you finish your current cylinder pinning.
